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Contact Centers
Sprinklr: A New CEO But the Same Vision for a Unified CX PlatformSprinklr: A New CEO But the Same Vision for a Unified CX Platform

Rory Read plans to focus on strengthening CCaaS product while also bolstering core digital and social offerings – a sign of an overall industry shift.

bySheila McGee-Smith
Feb 4, 2025
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1 Min Read
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AI & Automation
No Jitter Roll: Kore.ai Adds AI Agents, Intermedia Debuts Contact Center for TeamsNo Jitter Roll: Kore.ai Adds AI Agents, Intermedia Debuts Contact Center for Teams
byMatthew Vartabedian
Jan 31, 2025
1 Min Read
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Contact Centers
Consumers & CX: Where the Disconnects LieConsumers & CX: Where the Disconnects Lie
byBeth Schultz
Jan 30, 2025
1 Min Read
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Contact Centers
Talkdesk Introduces AI Agents for Retail As Part of Vertical PlayTalkdesk Introduces AI Agents for Retail As Part of Vertical Play
byZeus Kerravala
Jan 29, 2025
1 Min Read
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Contact Centers
Zendesk Partners with Local Measure to Deliver Zendesk VoiceZendesk Partners with Local Measure to Deliver Zendesk Voice
bySheila McGee-Smith
Jan 27, 2025
1 Min Read
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AI & Automation
No Jitter Roll: Responsible AI Practices and New GenAI HelpersNo Jitter Roll: Responsible AI Practices and New GenAI Helpers
byHannah Warfel
Jan 23, 2025
1 Min Read
AI & Automation
No Jitter Roll: NVIDIA Announces New Language Model Products, Accenture Releases AI Refinery for Industry, and EdgeRunner AI and Intel Partner for AI PCs
No Jitter Roll: NVIDIA Announces New Language Model Products, Accenture Releases AI Refinery for Industry, and EdgeRunner AI and Intel Partner for AI PCs
Jan 10, 2025
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1 Min Read
byHannah Warfel
Contact Centers
How Call Testing and Monitoring Enhances Telephony and CX for Brands
How Call Testing and Monitoring Enhances Telephony and CX for Brands
Jan 10, 2025
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1 Min Read
byJon Arnold
AI & Automation
Conversations in Collaboration: Day 0’s Raj Gajwani on Agentic AI and CX
Conversations in Collaboration: Day 0’s Raj Gajwani on Agentic AI and CX
Jan 10, 2025
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1 Min Read
byMatt Vartabedian
No Jitter Midroll: Salesforce Launches Agentforce 2.0
Virtual Agents
No Jitter Midroll: Salesforce Launches Agentforce 2.0
No Jitter Midroll: Salesforce Launches Agentforce 2.0
Dec 17, 2024
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1 Min Read
byMatt Vartabedian
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
Ccaas
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
Dec 17, 2024
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1 Min Read
byJon Arnold
Ask an Analyst: 2024 Trends in the Contact Center
Customer Experience
Ask an Analyst: 2024 Trends in the Contact Center
Ask an Analyst: 2024 Trends in the Contact Center
Dec 16, 2024
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1 Min Read
byMila D'Antonio
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
Ccaas
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
Dec 16, 2024
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1 Min Read
byZeus Kerravala
A contact center agent busy at work
Ccaas
No Jitter Roll: Five9 Announces New Feature for Microsoft Teams and GoTo Launches New AI, Automation, and Management Features
No Jitter Roll: Five9 Announces New Feature for Microsoft Teams and GoTo Launches New AI, Automation, and Management Features
Dec 13, 2024
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1 Min Read
byHannah Warfel
Why Great Flights Aren’t Enough: The Case for Better Customer Experience
Sponsored Content
Why Great Flights Aren’t Enough: The Case for Better Customer Experience
Why Great Flights Aren’t Enough: The Case for Better Customer Experience
Dec 11, 2024
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1 Min Read
byChristian Baker - SVP User Experience and Design
How Talkdesk Delivers for Vertical Industries
Ccaas
How Talkdesk Delivers for Vertical Industries
How Talkdesk Delivers for Vertical Industries
Dec 5, 2024
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1 Min Read
bySheila McGee-Smith
If It’s Not AI, It Just Won’t Fly
Customer Experience
If It’s Not AI, It Just Won’t Fly
If It’s Not AI, It Just Won’t Fly
Dec 3, 2024
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1 Min Read
byBlair Pleasant
No Jitter Midroll: Amazon Connect Debuts New Gen AI Feature for Outbound Campaigns
Customer Experience
No Jitter Midroll: Amazon Connect Debuts New Gen AI Feature for Outbound Campaigns
No Jitter Midroll: Amazon Connect Debuts New Gen AI Feature for Outbound Campaigns
Dec 2, 2024
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1 Min Read
byMatt Vartabedian
Talkdesk Logo
Customer Experience
Six Thoughts On the Talkdesk Analyst Summit
Six Thoughts On the Talkdesk Analyst Summit
Nov 27, 2024
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1 Min Read
byZeus Kerravala
Unpacking the Relationship Between Customer Satisfaction Scores and Shareholder Value
Customer Experience
Unpacking the Relationship Between Customer Satisfaction Scores and Shareholder Value
Unpacking the Relationship Between Customer Satisfaction Scores and Shareholder Value
Nov 25, 2024
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1 Min Read
byDave Michels
The Dawn of AI Litigation: What CCaas and UCaas Implementors Need to Know
Ccaas
The Dawn of AI Litigation: What CCaas and UCaas Implementors Need to Know
The Dawn of AI Litigation: What CCaas and UCaas Implementors Need to Know
Nov 19, 2024
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1 Min Read
byMartha Buyer
Photo showing arrows convergence
Sponsored Content
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution.
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution.
Nov 19, 2024
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1 Min Read
bySheila Walthoe, Local Measure
Amazon Connect Updates Proactive Engagement Personalization
Customer Experience
Amazon Connect Updates Proactive Engagement Personalization
Amazon Connect Updates Proactive Engagement Personalization
Nov 18, 2024
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1 Min Read
bySheila McGee-Smith
Mitel Introduces New Mitel CX Platform powered by GenAI
Customer Experience
Mitel Introduces New Mitel CX Platform powered by GenAI
Mitel Introduces New Mitel CX Platform powered by GenAI
Nov 18, 2024
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1 Min Read
byBlair Pleasant
Virtual agent
Customer Experience
Virtual Agents Offer Contact Center Relief – But Come With Pitfalls
Virtual Agents Offer Contact Center Relief – But Come With Pitfalls
Nov 8, 2024
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1 Min Read
byLisa Schmeiser
No Jitter Roll: 8x8 Announces New Capabilities, NICE launches CXone Mpower SmartSpeaker, and Pindrop and Five9 integrate
Customer Experience
No Jitter Roll: 8x8 Announces New Capabilities, NICE launches CXone Mpower SmartSpeaker, and Pindrop and Five9 integrate
No Jitter Roll: 8x8 Announces New Capabilities, NICE launches CXone Mpower SmartSpeaker, and Pindrop and Five9 integrate
Nov 8, 2024
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1 Min Read
byHannah Warfel
Three Essential Steps to Preserve Business Resilience in Extreme Weather Events
Contact Centers
Three Essential Steps to Preserve Business Resilience in Extreme Weather Events
Three Essential Steps to Preserve Business Resilience in Extreme Weather Events
Nov 6, 2024
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1 Min Read
byMichael Flannery, Windstream Enterprise
Zingly’s AI for Financial Services Delivers Efficiency and Growth
Customer Experience
Zingly’s AI for Financial Services Delivers Efficiency and Growth
Zingly’s AI for Financial Services Delivers Efficiency and Growth
Nov 1, 2024
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1 Min Read
byZeus Kerravala
NICE logo
Ccaas
NICE Analyst Summit: Customer Panel Shares Projects, Progress
NICE Analyst Summit: Customer Panel Shares Projects, Progress
Oct 30, 2024
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1 Min Read
bySheila McGee-Smith
Cathedral termite mounds (Nasutitermes triodae)
Ccaas
NICE Analyst Summit Takeaways: Windmills, Profitability Rules, Termites and Workflows
NICE Analyst Summit Takeaways: Windmills, Profitability Rules, Termites and Workflows
Oct 29, 2024
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1 Min Read
byJon Arnold
A graphic that says AI
Customer Experience
IPO Watch: How Genesys and NICE are Shaping the AI-Powered Future of CX
IPO Watch: How Genesys and NICE are Shaping the AI-Powered Future of CX
Oct 28, 2024
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1 Min Read
byRob Hilsen
Man with phone talking to chatbot
Sponsored Content
The Future of Digital Workers: Human and Bot Collaboration
The Future of Digital Workers: Human and Bot Collaboration
Oct 28, 2024
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1 Min Read
byJonathan Barouch, Local Measure
No Jitter Roll: Zoom Launches AI Companion 2.0, NICE Expands CXone Mpower, and Talkdesk Integrates Agentic AI Across Ascend AI
Customer Experience
No Jitter Roll: Zoom Launches AI Companion 2.0, NICE Expands CXone Mpower, and Talkdesk Integrates Agentic AI Across Ascend AI
No Jitter Roll: Zoom Launches AI Companion 2.0, NICE Expands CXone Mpower, and Talkdesk Integrates Agentic AI Across Ascend AI
Oct 25, 2024
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1 Min Read
byHannah Warfel
Building Trust in AI for Customer Service
Customer Experience
Building Trust in AI for Customer Service
Building Trust in AI for Customer Service
Oct 22, 2024
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1 Min Read
byNathan Eddy
Bots in CX: A Love-Hate Relationship
Customer Experience
Bots in CX: A Love-Hate Relationship
Bots in CX: A Love-Hate Relationship
Oct 21, 2024
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1 Min Read
byMatt Vartabedian

Editor's Spotlight

How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
Ccaas
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations

Dec 16, 2024

How Talkdesk Delivers for Vertical Industries
Ccaas
How Talkdesk Delivers for Vertical Industries
How Talkdesk Delivers for Vertical Industries

Dec 5, 2024

How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
Ccaas
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity

Dec 17, 2024

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